I'm having issues downloading Osmo apps from the App Store; what can I do?

If you're using Osmo with an iPad, first of all, please try restarting it:

  1. Hold the Sleep/Wake button until you see a slider at the top of the screen.
  2. Drag the slider to the right to shut down the iPad.
  3. When the iPad has shut off, hold the Sleep/Wake button again until the Apple logo comes up.

If that still doesn't work, you can try this:

  1. Launch the Settings app on your iPad.
  2. In the left column, tap General.
  3. In the right column tap Storage * iCloud Usage.
  4. Under the first section (storage) tap Manage.
  5. Do you see Osmo Numbers listed there? If so, tap it.
  6. Tap Delete App.

If that doesn't work, please try the following steps. They will reset the cache of the App Store, to hopefully reset the faulty download status of your app:

  1. Open up the App Store.
  2. Tap the Featured button (a star) at the bottom of the screen 10 times in a row. This should make the screen go white for a few seconds while it says 'Loading' in the middle.
  3. Once the App Store has reloaded, go back to the home screen and check if it's still shaded in the undownloaded state or if it's starting to download.

If that doesn't work, you can also try these steps:

  1. Launch the Settings app on your iPad.
  2. On the left column, scroll down to iTunes & App Store and tap it.
  3. Tap your current Apple ID at the top.
  4. Tap Sign Out in the popup menu that appears.
  5. Sign back in with your Apple ID.

If you're having downloading issues on a Fire tablet, please first confirm that your tablet is on this list of Osmo-compatible devices.

If you are unsure which Fire tablet you have, you can find out by going to Settings > Device Options > Device Model.

Once you have confirmed that your Fire tablet is compatible, please try restarting your tablet.
Some customers have also had luck trying this:

1. Go into the Settings app
2. Tap Apps & Games
3. Tap Manage All Applications
4. Swipe or scroll to All Apps
5. Find Amazon App Store App
6. Tap Force Stop
7. Tap Clear Data (not just Cache)
8. Restart your Fire and give the App Store a few minutes to re-access your account and all your apps and see if this resolves the issue.

If you have tried everything above and still have issues, there may be an issue that only Amazon can resolve. You can contact Amazon through their support form.

Can’t find your answer in our support center? Contact us directly.